Manager Customer Service

D. MARY ANTANELIS

**** ***** ***** ***** *****, Nebraska

68135

Cell :402-***-****

E-Mail: **********@***.***

PROFESSIONAL PROFILE / AREAS OF EXPERTISE

Senior Manager with diverse and dynamic experience in Customer Relationship

Management, Product Management and Business Operations. Proven ability to

grasp business needs quickly and effectively and apply computer

technologies to deliver prudent enterprise solutions. A record of

successes in setting and governing strategic direction and executing

cultural changes. Experience in both project and process management and

results driven in product management and execution. Driven to achieve

operational efficiencies and a goal to consistently find creative

solutions. Expertise in:

. Customer Service Relationship Management: Business and Operational

. Leadership: Employee management including team building and remote

management expertise.

Strong experience in managing and highly

motivating technical, business and non-exempts employees

. Project and Program Management: Advanced experience with proven track

record of timely delivery and success

. Analytical and Root Cause experience in an operational and technical

landscape

. Call Center Operations experience: Establishment and management of

adherence and financial aspects

. Cultural Change Management: defining and leading transformation

. Product Management experience: Define, designed and managed new

features and functionality

. Training, Documentation and solid Presentation experience.

PROFESSIONAL EXPERIENCE

PayFlex Systems, Omaha,NE

Director Call Center Operations

2008-2010

Established and lead a Call Center Operations that established Key

Performance Indicators (KPI's) and formal process

Improvements to arrive at effectively manage seasonal and non seasonal

activity. The role consistently sought ways to

determine trends and types of calls to then proactively address

optimization of systems and resources. Provided effective

leadership, guidance and coaching to existing staff to ensure achievement

of business objectives and support personnel's

professional development. Interfaced with company's executive and sales to

consistently arrive at creative and financial

sound servicing opportunities.

TRANSFIRST, Omaha, NE

2008

Senior Consultant

Provided technical industry expertise for a strategic project which

required identification of business requirements for the

current system functionality in such a fashion that it provided a platform

for future vendor integration. The data was

obtained thru intensive research and effective interviewing techniques.

Based on one's extensive experience with front-end

and back-end payment transaction systems the deliverables were accomplished

quickly and the outcome was successfully

achieved.

FIRST DATA RESOURCES, Omaha, NE

1970-2007

Senior Management: Program Management

2000-2007

Formed and managed the following: Data Center Enterprise Program Office.

This role served as a liaison with the business partners, IT and Data

Center stakeholders. Primary functions were to provide status on

initiatives, drive and refine project methodology, lead cross and remote

functional teams, and oversee the implementation of all projects or

programs assuring on-time and within budget objectives. Further details

noted:

. Developed and led 35 certified local and remote, Project Managers that

shaped FDR's Data Center Program Management Office (PMO).

. Established repeatable processes and common set guidelines that drove 20%

to 30% efficiency in managing incoming work to the Data Center Staff.

. Established and effectively managed financial deliverables with year to

year savings in the range of 10% to 15%.

. Created the foundation for leading change and integration within multiple

US regions. Success achieved by driving towards common processes,

consolidation of responsibilities, and a subsequent 15% cost reduction in

services and manpower.

. Established Global Prioritization of work intake, which led to effective

use of technical Data Center resources.

. Established and drove Information Technology Service Management (ITSM)

methodology principals and practices; this activity highly complimented

and supported efforts around strategic planning and governance.

. Championed design of a common practice to manage change, issues and

risks, which led to common standard reporting/metrics. Proactive problem

resolution resulted in driving year to year goals of 10% efficiency.

Senior Vice President

1997-2000

Principal responsible for the success of Year 2000 for the FDR business.

Established lead roles, processes, metrics, program office and governance.

. Led and managed Year 2000 effort for FDR, reporting directly to President

of FDR.

o 80,000 hours of contingency planning

o 455,000 hours of renovation of computer code 295,000 hours

in testing

. 1.3 million man hours over 3 years in project managing

. Drove initiative to the forefront of all other business initiatives and

kept the momentum, deliverables and financials in control and within

proper standings.

. Recognized by Gartner Group for a world class management team, tracking

mechanism and project plan.

. Addressed all aspects of Client Readiness and requirements with positive

impact to results.

. Recognized by the Federal Regulators (FFIEC) as top leader of driving

enterprise initiatives to the forefront of completion and quality status.

Vice President Call Center

1995-1997

Established and managed a "front end" business need call center that

provided FDR's clients a method to obtain effective issue resolution.

. Created business plan for Response Center and formed fully operational

organization in 14 months. Achieved cost savings of approximately $1.6

Million.

. Achieved resolution rate of 55% on first time calls by 2nd half of year

two.

. Formed a "one stop shop" for all types of client issues and concerns.

. Promoted to Senior Vice President based on accomplishments.

Vice President, Data Center Services

1993-1994

Managed Operations services such as: Technical Help Desk, Data Security, In-

house software tools group, Service Level Management (SLA), Change

Management Services and Business Relationship interface.

. Increased client satisfaction through improvements in the Technical Help

Desk (CSC). Call abandon rate decreased from 45% to 18%.

. Built justification for Change Control, hired staff, deployed processes

to both IT and Data Center organizations. Results improved system

performance and quality by 20% year 1.

. Established Client Liaison organization that acted as an "Information

Broker" for the Data Center activities, which improved the relationship

with all the FDC US affiliates and 4 major Client Development

organizations.

. Upgraded usage and management of software tools, which provided for head

count savings ($1.1 million) since fewer resources were required to

manage a number of internal processes.

Vice President, United Kingdom (UK)

1988-1992

Launched the FDR International Business. Responsibilities included the

establishment and management of all non-technical functions and

accountability for the facilitation of new clients and conversion to FDR.

. Established the business elements of the UK branch and hired the

appropriate talent while converting the first client of FDRL in the first

year of service.

. Drove processes that achieved the equivalent of the Baldwin Award, UK

BS570, which demonstrated the controls and processes for managing all

documents within the prescribed high quality standards.

. Grew the cardholder base to 1 million accounts through supportive

marketing efforts.

. One of five founding Senior Management leaders of FDR International

business.

Progressive Management Positions

1970-1988

Included: Product Management, Customer Service Manager, Operational

Manager, Education / Training Manager, Settlement Manager, Credit Industry

Manager, and Cable Services Operations Manager.

. Managed clerical, exempt, technical and senior exempt employees.

Experience in matrix and remote management. Responsible for organizations

for up to 400 employees.

EDUCATION

University of Nebraska, B.A., Speech, Omaha, NE

CERTIFICATIONS

Six Sigma Green Belt Certification

Steven Covey Effective Leadership

Total Quality Management (TQM) leadership certification

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